The communications integration provider, Content Guru and the workforce management solutions company, Teleopti, have announced their ‘best-in-class’ partnership by combining both services to improve customer engagement strategies in contact centres.
A custom-built integration connects Teleopti’s WFM client with the dynamic agent environment within Content Guru’s award-winning storm® CONTACT™ solution, enabling contact centre and workforce managers to continually evaluate and adapt their resourcing and customer engagement strategies.
Chief commercial officer at Content Guru, John Rees, said: “Workforce management (WFM) is an increasingly important element of the customer engagement hub, and plays a vital role in driving staff efficiencies in combination with more traditional contact centre functions. We’re delighted to partner with Teleopti to deliver best-in-class capabilities across both front-end routing and back-end staff distribution, using a cloud model to open up the benefits of converged WFM and contact centre capabilities to any size of organisation.”
The partnership has already welcomed a number of key clients in the UK and is reportedly looking to expand to global markets.